Peabody is enhancing customer experience and engagement through a new annual service charges communication initiative with TriPartum.
James Shand, managing director, TriPartum, said, “We met Peabody’s key stakeholders and created then delivered a 16-page personalised colour booklet which clearly and concisely outlined each tenant’s annual service charges, replacing a standardised, impersonal service charge document.”
The project took just three months, including complex data sorting and verification. Peabody reported that 80 per cent of recipients considered that the new format was an improvement and two-thirds found it easier to understand.
